Passengers and orders come first
If someone is in the car, get to the safest spot you can, turn on the hazard lights and tell them plainly what's happening. On a freeway shoulder, keep everyone belted inside unless there's a safe place to stand well away from traffic. If the car is in a lane, or anyone feels unsafe, call 911.
Let the platform know through the app's help screen, so the trip can be handled properly. Don't send a rider off on foot along a highway. If there's a safe place to wait, such as a parking lot or a business, the platform can help sort out another ride from there. If the car has food orders in it, tell the customer or the restaurant, because the bag won't stay hot or cold for long in a car with no air conditioning.
Then check what covers you
Roadside coverage on a personal policy may work differently while you're working, and the platform may have its own rules. It's worth asking your insurer and the platform, before you need it, what roadside help you have while you're logged in, and what it covers.
If you do end up paying out of pocket, keep the invoice. If you keep records of your driving expenses, a roadside bill belongs in them.
Write down what you find out and keep it with the car's papers. The middle of a shift is a bad time to be reading policy language on your phone.
Getting back on the road
Think about which kind of problem you have. A dead battery, a flat tire with a good spare, a screw in a tire or a locked door can all be fixed where the car sits, and the shift can resume. An overheated engine or a failed transmission can't, and means a tow. We don't tow, so for those you'll need a tow company or the one your insurer sends.
For the jobs we do, the prices are published. A jump start is $49–$75 and a flat tire change is from $75, each plus a $19 dispatch fee charged once per job. When you call, give the exact location, the year, make and model, and what the car is doing. We text or call when the driver is on the way. On average a driver arrives in about 30 minutes, though the actual time depends on your location and the traffic.
Habits that make the next one easier
A few small things keep a breakdown short:
- Carry a tire pressure gauge and a portable jump pack, and know where the spare and jack are.
- Save your vehicle's year, make, model and tire size in your phone's notes.
- Check your battery's age. If it's three years old or more and showing signs of wear, replace it on your own schedule, not mid-shift.
- Keep your phone charged. A cable and a power bank in the glove box cost little.